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Zendesk Technical Architect - Remote (PST Timings)

Job ID: 24-00387
Job Title: Zendesk Technical Architect
Location: Remote (PST Timings)
Duration: 6 Months
Contract Type: W2 only
Pay Rate: $62.07/Hour
 
Job Summary:
  • The Zendesk Technical Architect is responsible for designing and implementing comprehensive solutions using Zendesk products (i.e., ZIS, Zendesk APIs, Zendesk Explorer, and Zendesk’s Copenhagen theme).
  • This role requires a deep understanding of Zendesk’s capabilities, integrations with other systems, and a strategic approach to enhance customer experience.
  • The Technical Architect will work closely with functional leaders and organizational units to deploy new business processes.
 
Job Functions:
  • Serve as primary a point of contact for all advanced/escalated Zendesk support team’s technical needs.
  • Design and implement Zendesk solutions tailored to meet the unique need of our business.
  • Lead the integration of Zendesk with other systems and platforms, ensuring a cohesive and interconnected customer support ecosystem. Examples: ServiceNow, DocuSign, JIRA, Azure B2C, OKTA, etc.
  • Develop strategies for the adoption and optimization of Zendesk features, improving customer experience and support team efficiency.
  • Develop reporting capabilities, metrics & executive dashboards with Zendesk explore / analytics or using other Data Analytics / BI tools.
  • Provide technical leadership in the planning and execution of projects, ensuring best practices and high-quality standards.
  • Collaborate with cross-functional teams, including customer support, IT, and Development teams, to understand requirements and provide effective solutions.
  • Offer technical guidance in training to team members and stakeholders on Zendesk functionalities and best practices.
  • Stay updated with the latest developments in Zendesk features and third-party integrations.
  • Address complex technical challenges and provide innovate solutions.
 
Job Requirements:
  • 5+ years of hands-on experience of Zendesk Administration and supporting Zendesk implementations.
  • Proven experience delivering end to end solutions on Zendesk.
  • Experience working on tight deadlines for implementation projects.
  • Experience translating business requirements and writing user stories.
  • A bachelor’s degree (or equivalent work experience) in IT, Engineering, or related science and math discipline with a Technology emphasis.
  • Zendesk Administrator Certification is preferred (past or current certification acceptable. Work experience may be accepted in lieu of certification, if able to certify within 60 days of hire.)
  • Proven experience as a Technical Architect or similar role in Zendesk environments.
  • Ability to recommend, manage, and perform advanced Zendesk configurations.
  • Strong knowledge of Zendesk’s suite of products and their implementations (i.e., Support, Talk, Explore, Guide, Chat) and Zendesk development SDK and APIs.
  • Experience in systems integration and creating API-based solutions.
  • Proficiency in programming languages such as JavaScript, HTML, and CSS.
  • Excellent problem-solving abilities and a strategic mindset.
  • Strong communication and leadership skills, with the ability to interact with both technical and non-technical stakeholders.
 
Preferred Skills:
  • Understanding of technologies like SQL, SOAP, HTML, etc.
  • Strong working knowledge of OKTA, Azure B2C, JIRA, and Zendesk Apps.
 
 
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